A series-B funded start-up based in London are looking for their first hands-on technical support engineer to work closely with the Global Support Manager, to lay down best practices around enterprise product support on data-driven products, provide deep-dive technical support within a Hadoop eco-system.

Responsibilities:

Resolve highly complex technical issues across customers in diverse environments
Collaborate with Services, Presales, Engineering to identify high priority cases and partner with Engineering to drive case resolution as needed
Determine whether an issue is a bug, design flaw, or enhancement. Provide input and trend information across to Product Management
Escalate all urgent or unusual cases or situations presented by customers to Support Manager after initial triage
In addition to monitoring and responding to queues, investigate L2 cases escalated by L1.
Participate in swarming meetings for cases that are blockers
Author and drive the use of knowledge articles for internal and external users
Thoroughly and accurately document details of all interactions in the case management system

What we want from you:

Understanding of product integrations in customer enterprise environments
Strong Linux command line skills
Familiarity with troubleshooting in Hadoop and Spark environments
Highly developed, process-oriented skills for troubleshooting and problem solving
Experience with database schemas and SQL
Experience of rigorous and timely case management
Identifying issue trends and managing escalated case queue
Advanced Customer Skills - capable of managing and conducting conversations at the account level where necessary
Engineering/Product Liaison - capable of representing support at a senior level to the senior and executive engineering staff

What does the role offer you?

Competitive base salary up to £90,000
30 days holiday (plus bank holidays - not one of those who include them in the allowance)
Private healthcare
Stock options
Pension - 5% match

To apply to this role either email your CV to shakey@orbisconsultants.com or apply directly to this role either with a CV or link to your LinkedIn profile.

Desirable

Experience of troubleshooting LDAP and Kerberos security infrastructure
Familiarity with, Nifi, Kafka, Confluent
Experience of deployments in Amazon AWS and other cloud platforms

Role Summary: Hadoop, Linux command lines, product support, big data, Spark